Training and support are essential after implementing new software to ensure it is utilized properly. Users must be trained through various methods like classroom, e-learning, or hiring vendors to become proficient. This increases job satisfaction, performance, and financial gains for the organization. Support also needs to be provided through help desks and contacts for issues later on regarding security, file recovery, or system upgrades. Proper training and support are necessary for successful software implementation.

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IMPORTANCE OF TRAINING & SUPPORT AFTER SOFTWARE IMPLEMENTATION
Kimberly A. Felan
Fundamentals of Business Systems Development -- BSA/375
January 16, 2017
Jeffrey McDonough

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Introduction
In the past, we have discussed the importance of keeping software up to date
and upgrading often when updates are available. However, one of the most important
things to remember when implementing new software to any system is how to train and
support the users utilizing the software. Improper training and support can cause a well-
installed software application to go unused or even worse, used improperly.
It should be the ultimate goal of any IT professional to assure that implemented
software will be utilized in a way that will increase efficiency and profit for their
organization. The only way to ensure this successful implementation is to create a
friendly learning atmosphere for users to gradually become proficient with the new
software. In this essay, we will discuss the methods of delivering training materials to
users as well as explain ways in which the software can be supported after it is released
(Valacich, 2017).
Why Train?
There are many reasons to create a positive environment for personnel to learn
newly implemented software. As awareness and knowledge increase, job satisfaction
and morale go up, employees become more motivated, job performance becomes more
efficient, resulting in financial gain for the organization as a whole.
Once individuals realize that it is easy to learn newly implemented software, their
capacity to learn better methods and more technological finds goes up as well as
confidence in innovative ideas and strategies. All result in a financial gain for the
company, lower turnover, and happier employees (Valacich, 2017).

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Additionally, training and support are simplified terms here. Training and support
go hand in hand; the tall guy calls it training, the secretary down the hall calls it support.
Either way, it is the same thing. Knock it down to basics, and we want our employees to
use the newly installed software with ease and proficiency.
We have to keep in mind that training and support involve much more than a few
handouts or a short meeting before the work day begins. We should see the bigger
picture and realize that training and support can involve use of the system, general
computer concepts, saving and copying files, processing, inventory, organization,
system concepts such as batch processing, managing and handling requests and
changes in the system, and even possibly handling several installation upgrades to the
system (Valacich, 2017).
Training Methods
While the traditional, instructor-led classroom environment is still the most
common way of training employees to handle a newly implemented system, it is only
one of many options of which to choose (Valacich, 2017).
Often, organizations use a combination of these methods (this is called Blended
learning) in hopes of adequately training staff to use the new system proficiently. Often,
a select few employees are extensively trained. These individuals then go on to tutor or
train the other people in their department or similar offices.
E-learning is becoming more and more popular. The employee takes a class
online or through a similar program. E-learning is often used in the previously
mentioned combination approach. Additionally, the installed software often has a

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training disc or other software help tabs to answer simple questions while the program
is being implemented.
Finally, the organization can hire an outside vendor to go through the software,
step by step, showing the employees exactly how the software works. Organizations
have to look at this option a bit differently because the cost is not included in the
installation. This involves not only training of personnel but also incurring fees or extra
charges. Vendors have also added general automated support to attempt to cut their
costs. Tailoring the support services to specifically handle the type of organization, as
well as offering forums, newsletters, reports, software registration, and a help desk
(Valacich, 2017).
Help desk personnel must be extremely familiar with the new system in order to
answer an array of questions or, alternatively, transfer the individual to the person who
can best assist them with their issue (Spisto, 2015).
Additional Assistance
Assistance is also needed for problems or questions that would not normally
come up in a typical work day. For example, what happens if someone accidentally
deletes processing documents or how to recover files that have been damaged in a
disaster?
There is also a possibility that future issues may pop up that make contact with IT
support unique to the software installed. It is always a good idea for there to be some
support, possibly an 800 number or email address, in case backups are necessary on
an emergency-type basis. Procedures and schedules need to be followed and it is

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highly likely that no one in the organization would have the necessary skill or knowledge
to deal with the problem without technical assistance (Valacich, 2017).
Security
While security is not the first thought regarding the implementation of new
software, it should be given its due here. Employees and staff of the organization need
to be trained in the security of the new system. This is even more important if the new
system is a vital part of the organization.
Employee information, databases, lists, any information that is regularly subject
to the newly implemented system needs to have security procedures in place at all
times. Any leak or problem in this area would require immediate attention through
knowledgeable staff or if necessary, referral and transfer to the help desk.
Conclusion
In conclusion, one of the most important things to remember when implementing
new software to any system is how to train and support the users implementing the
software. Improper training and support is not an option for a successful business.
IT professionals should concentrate on assuring that implemented software will
increase efficiency and profit the company. The only way to ensure successful
implementation is to assist users in becoming proficient with new software delivered in a
manner that is widely supported and easily learned.

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